AWS Contact Center
Author: Alex Schrameyer
Alex Schrameyer (he/him) is a WW CXE SA lead at Amazon Web Services (AWS) based in Indianapolis, Indiana. He believes that exceptional agent experiences are the cornerstone of outstanding customer service, and focuses on creating environments where agents excel and customers are delighted. Alex enjoys traveling around the world, and you might find him at your local baseball stadium or theme park.
Blend structured business logic with agentic AI to deliver delightful conversational experiences
The self-service experience your customers deserve — and how to build it Mateo Jackson runs customer experience at AnyCompany Internet, and for two quarters his team has watched the same pattern. A customer explains the problem to a bot that cannot help, repeats it to a second one, then waits on hold for a person […]
Create smarter contact center experiences with the Amazon Connect assistant
Introduction Contact center leaders face an increasingly complex challenge: customers expect instant, personalized service across every channel, while human agents juggle multiple systems, knowledge bases, and workflows to resolve issues. Traditional approaches – building custom integrations for each system, training agents on dozens of applications, and manually updating customer records – are time-consuming, expensive, and […]
Collecting sensitive information with Amazon Connect Chat
In today’s digital-first world, businesses increasingly rely on chat interactions to serve customers efficiently and cost-effectively. Many common customer service scenarios require collecting sensitive information – from processing payments and updating shipping addresses to verifying identity and accessing account details. However, gathering this data securely while maintaining compliance with regulations like PCI DSS, GDPR, and […]
Personalize agent assistance with Amazon Q in Connect
Imagine a world where every customer interaction is informed by a wealth of relevant data, where artificial intelligence (AI) knows your business, and where contact center agents are empowered to provide truly tailored service. As companies strive to deliver exceptional customer experiences, personalization has become a key differentiator. Customers expect tailored interactions that address their […]
Increasing agent productivity with generative AI in Amazon Connect
Introduction Contact center agents face a variety of challenges when handling customer interactions. Whether it’s troubleshooting a technical issue, resolving a billing dispute, or simply providing helpful, accurate information, agents need to be effective across a wide range of topics. This often requires months, or even years, of experience becoming familiar with the various issues […]
Getting started with third-party applications in the agent workspace
Agents play a crucial role in providing an exceptional customer experience. In a high-performing contact center, agents are superhuman — they get where the customer is coming from, know their stuff, and fix issues right away. When this happens, customers feel valued and stay loyal. Agents make up more than 70% of contact center operating […]